Customer Experience Manager

CUSTOMER EXPERIENCE MANAGER SDLCEM008

Own response speed. Fix the cancellation experience. Rebuild customer trust.

$36,000–$50,000 USD/year

Full-Time Contractor | Remote

3:00 PM–11:00 PM Philippine Time

Start: ASAP

THE ROLE

We're hiring a senior Customer Experience Manager to take full ownership of the company's post-purchase support operation.

You'll inherit a team of 2 support leads and 14+ reps handling approximately 1,000 tickets per day. You'll have real authority to redesign shifts, change processes, deploy AI, improve tooling, and hold the team accountable.

The mandate is straightforward:

Get customers answered fast, rebuild our subscription cancellation and refund experience, and improve our public reputation without needing the founder to run support.

ABOUT THE COMPANY

We're a subscription-based DTC e-commerce business operating at meaningful support volume.

Growth has exposed weaknesses in our current operation. Response times are too slow, our cancellation and refund experience is creating avoidable frustration, and that frustration is showing up publicly in customer reviews.

We're not looking for someone to maintain the current operation.

We're hiring someone who has run a larger and more complex support organization than ours and knows how to turn an overloaded support function into a fast, measurable, scalable system.

THE ROLE OVERVIEW

Two problems define this role:

1. We are too slow.

2. Our subscription cancellation experience is generating negative reviews.

Everything else is secondary.

You'll own the systems, people, processes, tooling, and operating cadence required to fix both.

That means building capacity models instead of guessing at staffing, redesigning cancellation handling to protect revenue without creating angry customers, deploying AI where it genuinely improves throughput, and developing the two support leads beneath you rather than bypassing them.

This is not a firefighting role.

Your job is to build an operation that stops catching fire.

RESPONSIBILITIES

1. Build a Fast, Spike-Proof Support Operation

Own first response and resolution time against SLA.

You will:

• Build capacity models connecting ticket forecasts, agent-hours, and shift coverage

• Eliminate the existing backlog and prevent it from rebuilding

• Redesign shifts, routing, triage, tagging, and prioritization

• Ensure high-value and high-risk tickets never disappear into a queue

• Build an operation capable of absorbing a 30–50% volume spike without SLA performance collapsing

When volume increases, the answer should be better systems, not automatically more overtime or headcount.

2. Rebuild Subscription, Cancellation & Refund Handling

Own the subscription experience end-to-end, including cancellations, pauses, skips, billing disputes, refunds, and save attempts.

You will:

• Build decision trees for cancellation reasons

• Design save offers and objection-handling frameworks

• Reduce unnecessary refunds without damaging customer satisfaction

• Improve upstream handling to reduce chargebacks and disputes

• Identify where retention friction stops protecting revenue and starts creating angry customers

Subscription DTC experience is mandatory.

3. Turn Around Our Public Reputation

Own Trustpilot and BBB performance.

You'll create systems for resolving negative experiences, generating positive reviews, and tracing negative feedback back to its operational root cause.

The objective isn't simply to reply to bad reviews.

It's to fix what keeps creating them.

4. Deploy AI & Automation Across Support

Use AI to increase throughput without simply asking people to work harder.

You'll identify where AI should:

• Fully deflect tickets

• Draft responses for human review

• Handle triage and tagging

• Improve QA

• Stay completely out of the workflow

You'll have authority to evaluate and purchase tooling and, if necessary, replace the existing helpdesk.

We want someone who has actually deployed AI in customer support, understands where it fails, and knows how to build controls around those failures.

5. Build Stronger Leaders and a Stronger Team

You'll directly manage 2 support leads, who manage 14+ support reps.

Your job is to make those leads better through:

• Weekly 1:1s

• Structured QA

• Coaching

• Clear performance expectations

• Escalation handling

• Direct accountability

You'll also own support hiring, onboarding, the talent pipeline, SOPs, macros, and the knowledge base.

WHAT SUCCESS LOOKS LIKE

You're winning when support stops requiring founder involvement and the numbers show measurable improvement.

Core Targets

• First Response Time: <50h → <2h

• Resolution Time: <4 days → <12h

• CSAT: 80% → >90%

• Negative Trustpilot reviews/resolved tickets: 0.76% → <0.35%

• Trustpilot Score: 2.9 → 4.0

• Refund Rate: 5.5% → <4%

• Messages/agent/day: 90 → >200

The messages-per-agent metric includes AI-deflected and AI-assisted messages.

The goal is automation and leverage, not pressure on agents.

First 30 Days

You'll have:

• Audited the operation

• Built the capacity model

• Cleared the backlog

• Launched accurate dashboards and weekly reporting

• Reduced first response time to 10 hours or less

• Met every lead and rep

• Identified performance gaps

• Fixed the highest-impact SOP weaknesses

By 60 Days

• First response time under 2 hours and holding

• AI deflection and drafting live in production

• Cancellation and refund handling rebuilt

• Trustpilot response and review-generation systems operating

• Shift coverage validated against the capacity model

• Standing talent pool capable of adding a trained rep in under one week

By 90 Days

We expect:

• Trustpilot at 3.6+

• Refund rate below 4%

• Negative review rate below 0.35%

• Ability to absorb a 50% ticket-volume increase without breaching SLA

• Two stronger support leads running their pods with minimal escalation

• Proven onboarding system

• Zero founder involvement in day-to-day support

REQUIRED EXPERIENCE

This is a senior leadership role, not a first-time support management opportunity.

You should have:

• Managed 20+ support agents

• Operated at 2,000+ tickets/day

• Significant experience in subscription-based DTC e-commerce

• Hands-on experience with cancellations, dunning, save offers, refunds, chargebacks, and retention economics

• Managed managers or team leads

• Personally deployed AI in a real support environment

• Owned and improved a public review platform such as Trustpilot, Google Reviews, or BBB

• Evaluated or migrated helpdesk platforms

• Managed remote teams across multiple time zones

• Built capacity models and worked with cost per ticket, save rate, refund rate, and SLA performance

• Hired, onboarded, coached, performance-managed, and when necessary removed support staff

Brand-side DTC experience is strongly preferred. BPO experience can qualify if you directly operated a subscription DTC account.

TOOLS / ENVIRONMENT

Our current support stack includes:

• Richpanel or comparable customer support CRM/helpdesk

• Shopify

• AI and automation tooling

• Reporting and dashboard systems

• Subscription, billing, and e-commerce support workflows

You don't need to be loyal to our current stack.

If tooling is blocking performance, part of your job is to identify that and fix it.

Working hours: 3:00 PM–11:00 PM Philippine Time

COMPENSATION & BENEFITS

Compensation: $36,000–$50,000 USD/year

Type: Full-Time Contractor

Start: ASAP

Quarterly performance bonus tied directly to:

• Trustpilot performance, with payout beginning at 3.5 and full payout at 4.0+

• Refund rate below 4%

You'll report to the Operations Manager and directly manage 2 support leads overseeing 14+ support representatives.

HIRING PROCESS

Application → Experience Review → Deep-Dive Interview → Live Management Scenario → References → Offer

We'll ask detailed questions about the numbers and systems behind your previous results.

Final-stage references will include people who reported directly to you, not only previous managers.

WHO THRIVES HERE

You'll thrive here if you see a recurring support problem and immediately think about the system, SOP, automation, owner, and metric required to eliminate it.

You're comfortable having your numbers visible every week.

You can stay calm when volume jumps 50%.

You develop managers instead of bypassing them. You can have difficult performance conversations and document systems so the operation never depends entirely on what lives in your head.

You also understand that customer experience and retention economics are connected: saving a subscription is valuable, but not if the way you save it creates a chargeback or 1-star review.

This role will be a poor fit if:

• Your e-commerce experience is exclusively one-time purchase

• You've never managed managers or team leads

• Your default response to increased volume is adding headcount

• Your AI experience stops at using ChatGPT to write macros

• You need someone else to define your priorities each week

• You're uncomfortable being held publicly accountable to measurable results

• You've never owned a difficult cancellation or refund experience

• You want to inherit a clean, stable support operation

You won't.

Fixing it is the job.

APPLY

If you've already built support operations at greater scale than ours, understand subscription DTC economics and customer experience, and want full ownership of turning around a support function, we want to hear from you.

Apply here: https://forms.gle/rxQFKni35Rbpkryo6

Come prepared to discuss the actual numbers:

• Team size

• Ticket volume

• Response times

• CSAT

• Refund/save rates

• Review scores

• What specifically changed because of your work

We're not hiring someone to manage the queue.

We're hiring the person who makes the queue stop being a problem.

Please note: Due to the volume of applications, only shortlisted candidates will be contacted.